How do I segregate the on-call hours for Monday morning and Monday night's hours?

Hi ​@ASinghNYHC,

The reason your calls dropped at 9:00 AM Sunday is likely because "Work Hours" for a single day cannot bridge across midnight into the next day in a single entry, and the system often treats Sunday as the start of the new week. When the support rep told you 12:00 AM to 9:00 AM would work, they were likely thinking of a single-day view, but the system saw 9:01 AM Sunday as the start of "After Hours" because no further hours were defined for that day.

To get your 24/7 coverage (Office + On-Call) working seamlessly, we need to adjust your Call Queue settings to account for the "hand-off" between your staff.

To ensure no calls are dropped, your Call Queue "Work Hours" must be active whenever someone (Office or On-Call) needs to receive a call. Since you are a 24/7 operation in practice, the most stable way to configure this is to set the Call Queue itself to 24 hours / 7 days a week. You then manage who gets the calls using Custom Rules or User Schedules.

However, if you prefer to keep the specific schedule in the Queue settings, follow this exact map:

​@Mary-Community_Moderator 

Thank you for your fast response!

You’re welcome! Pease try it, and let me know how it goes.